Mike Williams Email & Phone Number

Doylestown, Pa, Us

Led global team of 200+, including MSP staff, to deliver Technology Service Desk, Field Services covering 150+ sites, VIP support, IT Service Management and ServiceNow platform. Recruited team of 20+ to join Kenvue. Responsible for budget of over $22MM.- Directed end-to-end separation activities of End User Ops and ITSM from J&J including org design and build, launch of Kenvue service desk, field services organization, and clone of ServiceNow platform.- Delivered L1 and L2 support for migration of 30k users in less than 6 months; flawless support of 200+ VIP migrations, measured by CSAT of 4.8/5 at 75% response rate.- Facilitated and oversaw hypercare for Day-1 cutover activities and end user migrations, resulting in all service desk SLAs consistently being achieved within 6 months of separation.- Designed workflow for inter-company support of TSA’d products/applications including ebonding of incident records across Kenvue and J&J instances of ServiceNow.- Defined strategy for Day-1 tech operations readiness, identified key support roles and ensured all roles were staffed.- Increased agility of ServiceNow DevOps team, delivering platform upgrade in 50% of time and at less than 50% of cost vs baseline.- Established ServiceNow as “platform of choice” by developing strong partnerships with HR, Procurement and Payroll; drove vision for unified portal for all Kenvue shared services, based on ServiceNow Employee Center.

Raritan, Nj